Scheduling Coordinator

Location: this is a hybrid role - in office 2 days per week in Coppell, TX, and working from home 3 days per week.

Description:

The Scheduling Coordinator works in a high-paced environment and uses a service-oriented approach to guide customer contacts through all decisions necessary to effectively implement customers on the CCH Axcess Platform as well as on audit and accounting software. This role is the first point of contact, after the sale, for all customers implementing software or adding training to their existing inventory. This position is also the liaison between the customer, sales, and the consultants and plays a pivotal role in managing customer projects and ensuring a smooth onboarding experience.

Essential Duties and Responsibilities

• Consults and educates customers with a thorough review and detailed explanation of the services purchased, who should attend and how to prepare for each training session, implementation overview and development of their training schedule.

• When necessary, manages difficult conversations to reset onboarding expectations. Establishes and clarifies proper timeframes and processes.

• Leverages deep product knowledge to consult with customer and facilitate scheduling processes and services.

• Reviews sales orders for assigned projects to ensure accuracy and adherence to mandatory guidelines. Works with Order Validation and Sales to resolve any issues.

• Ensures accuracy of all PSA data through verification of budget, planned hours and milestones.

• Ensures prompt attention to all new scheduling projects, contacting customers within 1-3 days of receipt.

• Schedules training and consulting services utilizing Salesforce, CPELink, Certinia PSA software and Outlook Calendar.

• Manages Consultants' calendars to ensure accuracy, efficiency, and equity of scheduling assignments.

• Manages projects through to completion and ensures timely financial reporting.

• Ensures timely communication with Sales on all unscheduled and aging projects. Coordinates with Sales Reps on any issues and concerns relative to customers and projects.

• Collaborates across internal teams to resolve any onboarding issues impacting customers.

• Participates in team activities to meet or exceed company objectives through collaboration and review of processes and procedures. Identifies opportunities to streamline procedures and improve the customer experience.

Education and Experience

• Bachelor's degree preferred

• Minimum 3 -5 years of experience in high paced customer service position including consultative customer service

• Excellent verbal and written communication skills

• Strong organization, time management and attention to detail skills

• Strong interpersonal skills and ability to work as a team player

• Ability to multitask and maneuver among multiple software applications simultaneously

• Ability to take initiative, prioritize and problem solve

• Thorough knowledge of Microsoft Office and Outlook

• Knowledge of systems including Salesforce

The above statements are intended to describe the general nature and level of work being performed by most people assigned to this job. They are not intended to be an exhaustive list of all duties and responsibilities and requirements.